KITCHENER, ONTARIO, CANADA -- Two years ago, my husband and I attempted to book a trip to Barbados with Expedia.ca. Had I known that this site existed then, I would have submitted this review much sooner. We were told that the hotel we book, The Blue Orchid was full and that we needed to book a new hotel.
Later, we were contacted and told that they would book us there, but to a superior room and our cost. As a former travel agent, I found this odd. Usually when a lead in room rate is full, you receive an automatic upgrade at not cost to the consumer. To make an extremely long and painful story short, they basically took our information, "booked" the trip and then told us the entire hotel was booked and that we would have to go elsewhere.
However, they took our deposit via credit card and told us that the remainder of the payment was due, even though they could not provide a hotel for us. This was an IT issue, but these geniuses at Expedia.ca in Kitchener, said they could not fix it.
Also, each time we phoned them, we were put on hold for an average of 45 minutes per call. Each time we asked for a supervisor, he was "unavailable". We were then told that our supervisor no longer worked at Expedia.ca. Given our length of time on the phone with these people I could see that they had time to hire and fire an entirely new team.
WE also had to phone our hotel in Barbados ourselves, as Expedia was either unwilling or unavailable to do so. They also outsource their work to a company in Florida and we began to receive annoying phone calls and emails from Florida telling us that our payment for the now non-existent trip was due.
After three weeks of this insanity, I contacted the customer Service person at Expedia.com in Washington state, who, after four more phone calls and numerous emails fixed it. She offered us a $1000.00 rebate on our trip, which we had booked with another company. Do not use this company. Their customer service is non-existent and they have the worst communication skills I have ever encountered.
I work at a hotel front desk, and on TOP of third party reservations not having guaranteed room types (so don't expect that double you thought you booked), but when I had trouble finding a reservation for a guest, I was, actually still am, on hold. It has been, as of right now, 58 minutes and 45 seconds. I recommend booking directly through the hotel you wish to stay in.
Expedia charged my CC for a reservation that was incorrectly made by Expedia. When the mistake was found, Expedia refused to cancel the reservation and refund my credit card. They kept blaming the Westin for the mistake, even though the Westin advised me to not book through 3rd party again as the Westin always has a cancellation policy. Never use Expedia again.
COLUMBIA, SOUTH CAROLINA -- I made reservations online for a hotel room only to find after a 2-hour drive that I was not in the main hotel and was across the parking lot in the motel. I tried to cancel my reservations, but the man at the desk said he couldn't cancel them because I did not book through them. He said I had to contact Expedia online. Of course, having come to Columbia for an event, I did not have time to contact Expedia. I tried to get a letter from the man at the desk, so I would be guaranteed my money back, but I couldn't get it.
I felt trapped and knew if I didn't use the reservation, I would drive home 2 hours AND get charged the hotel charges for a motel room that was never used. No matter what happens, these big companies take advantage of the situation. America used to have amazing customer service. Now, when the company is clearly in the wrong, it claims no wrong doing and takes no responsibility for its unethical practices.
I contacted Expedia, and no matter what I said it was a "Heads they win, tails I lose" situation. I was overcharged for a MOTEL room. I asked for half my money back, and they said no. No matter what I said, I did not do enough at the time, which was too stressful and difficult with plans for shows and events. It seems customer service should really be called the Lie, Cheat, and Steal Under All Circumstances Department. I will never use Expedia again, and I will be sure to tell everyone I know not to use Expedia.
We made reservations for Crowne Plaza Hotel in Springfield, IL for our son for 8 nights. Due to change in plans, we had to cancel first 2 nights and did so, following required cancellations procedures 24 hours ahead of reservation check in. Each time spoke with customer service agent who was Indian and had only rudimentary understanding of English. Agent kept me on hold over 20 minutes each time while they cancelled reservation with hotel. Received email notification of 1st night cancellation... not 2nd night.
Then we had to call and cancel remaining 6 nights of hotel reservation and did it within required cancellation procedures 24 hours ahead. Credit card statement comes and we have received credit for 1st 2 nights cancelled ($121.98 and $126.98) but not remainder of hotel stay ($761.86). This time, another agent with heavy Indian accent keeps me on hold for over 35 minutes. Tells me she is not authorized to make refunds but will have manager do so.
Next month comes and charges still not credited by Expedia. Call to hotel then confirms that hotel never charged me, but Expedia did. This time I speak to agent ** at Expedia who says he will forward this to accounting and I should receive email in 72 hours confirming refund. I plan on calling them every 24 hours and hound them until I get my money refunded. Will never, ever use Expedia for anything again. Worst customer service ever. Would advise hotels to dump Expedia as reservation partner.
STAY AWAY FROM EXPEDIA. I used the service to book a hotel online (was seeking a smoking room). Booked a room with Expedia based on this request. When we arrived at the hotel we were told they are (and have always been) a non-smoking hotel.
When I called Expedia to complain all they had to say was sorry, that was the information that they had and it was beyond their control. After I pressed them... that I felt I deserved some kind of restitution, they offered me a 50 dollar off coupon for my next use of their service. I informed them I have no plans to EVER use their service again. My husband had to stand outside in the cold to smoke. Also their rates are HIGHER than if you call and book with a hotel directly. Lesson learned for me! I will always book hotels directly in the future and not get TAKEN.
Expedia reserved a hotel room for my family on the wrong date. I discovered the error within 24 hours and asked them to change the rooms from Friday night to Thursday night knowing that the hotel would much rather fill up their rooms during the week, rather than the weekend. There was no recourse for the special discount price. It appeared to me that I would be paying for Expedia's mistake.
I suppose it's possible that I entered the wrong date, but I really don't think so. Maybe it was a computer glitch. When I wrote that I would never use Expedia again, they asked me for another chance. I replied that since they wouldn't give me another chance, I wouldn't give them one. Fair is fair. There are many other travel companies that will be glad to help us with our future travel plans.
Please be wary before using Expedia to book your vacation. I had asked for certain amenities and was confirmed those amenities had been approved on my printed itinerary. Upon leaving the hotel I incurred $450.00 in fees which brought my bank account negative and ruined my entire vacation. After the fact I contacted Expedia to discuss these charges and their part in not having my itinerary correct, and at that time they told me they "were sorry for the inconvenience" and would give me $50 off my next booking with them. I told them I take vacation once a year (sometimes two) and an "I'm sorry" doesn't nearly cover it.
I told them don't worry about the $50. I will never be booking through Expedia ever again. Please be aware of my bad experience and don't let your vacation be ruined. We get so little time to enjoy a vacation in the first place, we deserve to have everything go to plan when we do book one.
I booked a room on Expedia.com and was charged $62 on my credit card before my trip. When I checked in the hotel, clerk gave me a receipt for $49. I then called Expedia and requested a refund since they always guarantee lower price for booking through them and I don't see why I should pay them $13 fee for a $45 hotel room.
Customer representative not only refused to refund citing that Expedia doesn't have a refund policy, but also told me to feel free to file a complaint. But when I asked him if Expedia is a BBB member, he said no. Gladly I found out that Expedia is a BBB member and I will file a complaint there as well. All in all, will never book anything from them again. I checked the hotel I stayed in and in fact, it costs a lot less to book directly with the hotel.